Nagaswetha Bairaboyana

● Collaborated with cross-functional teams to develop and implement system upgrades and improvements.

● Supported remote users through remote desktop tools, effectively resolving connectivity issues and other technical challenges.

● Managed multiple projects concurrently, ensuring timely completion and client satisfaction.

● Reduced downtime by proactively identifying potential issues and implementing preventative measures.

● Preparing Monthly reports & Process Improvement report.

● Excellent communication and customer service skills.

● Receive the customer questions and requests via email , calls and chat.

● Analyzing customer problems and communicate effectively with customers to ensure that problems are clearly described and documented.

● Escalate the issue to the corresponding L2 team based on the complexity of the issue.

● Provide excellent customer service and maintain customer satisfaction.

● Updating service desk processes and documentation and escalating issues to the L2 team as required

● Ensuring escalation matrix is followed correctly.

● Weekly maintenance activity.

● Handling GitHub issues, HSD-ES issues, DBaaS tickets, Speed tickets (SAP modules )and VPN issues.

● Handling Priority inbound calls, chats and Emails.

● Handling tickets (Request, Enquiry).

● Create and submit knowledge articles.

● Good in knowledge of incident management, ITIL,Sow,service Now

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• Resolved technical issues with prompt troubleshooting and root cause analysis.
• Managed multiple simultaneous projects, prioritizing tasks based on deadlines and resource availability.
• Contributed to successful product launches by conducting thorough quality assurance testing during development stages.
• Identified areas for process improvement by analyzing current procedures and recommending changes as needed.
• Increased customer satisfaction by providing timely technical support and resolving issues effectively.
• Provided technical support in both on-site and telephone consultations.